Conversation Transformation: Recognize and Overcome the 6 Most Destructive Communication Patterns

Notes

Chapter 1

1. Hardeep Singh, Aanand Dinkar Naik, Raghuram Rao, and Laura Ann Petersen, “Reducing Diagnostic Errors through Effective Communication: Harnessing the Power of Information Technology,” Journal of General Internal Medicine 23, no. 4 (2008): 489–494; and Kathleen M. Sutcliffe, Elizabeth Lewton, and Marilynn M. Rosenthal, “Communication Failures: An Insidious Contributor to Medical Mishaps,” Academic Medicine 79, no. 2 (2004): 186–194.

2. We developed this dialogue for a training session we led at a major Boston hospital. It does not reflect one specific case but rather is an amalgam of several similar clinical conversations.

3. You may notice that throughout the book, we use the words they, their, and them as singular, gender-neutral ...